RoboCat Casino - Player's account closure request is ignored.

Hello, On May 18th, 2025, I sent RoboCat Casino a clear written request to close my account and delete all personal data, explicitly stating that the reason was serious concerns about my gambling spanding habits. Their own support team acknowledged my request and asked for confirmation, which I immediately provided the same day.

Despite this, my account was never closed. Instead, I was contacted by a so-called VIP Manager offering bonuses to keep me gambling, rather than respecting my responsible gambling request. This is a blatant violation of basic responsible gambling principles and shows complete disregard for player protection.

Because the casino failed to act on my closure request, I was able to deposit and lose an additional 16,140 PLN after my request – money that I would never have deposited had they acted in a timely and responsible manner.

I am demanding a full refund of the 16,140 PLN deposited after my closure request was sent and acknowledged.

This behavior is unacceptable, irresponsible and it undermines trust in the RoboCat Casino. A casino that ignores clear requests for account closure due to gambling issues is failing in its duty to protect its customers.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Have you requested your account be closed more than once? Have you mentioned "gambling addiction" as the reason for your request in any of your conversations with the casino?

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

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If anything seems suspicious, please contact us directly. Stay safe.

I have sent a email to you to the provided addres.

On 18 May 2025, I clearly asked RoboCat casino to close my account due to concerns about my gambling habits. Instead of helping me stop, the only response I received was contact from their VIP Manager encouraging more play and giving me VIP account. This behaviour not only ignored my request but actively exploited my vulnerability and made my gambling worse.

Thank you for your email.

Unfortunately, in your account closure request from 18 May, you did not specify gambling addiction as the reason for your request. The phrase "spending too much on gambling" does not clearly indicate a gambling problem. When requesting self-exclusion, it is crucial that the wording leaves no doubt that the request relates to a gambling issue. This ensures the casino immediately recognizes it as a self-exclusion request and applies the proper safeguards.

In this case, we are unfortunately unable to support a refund of your lost deposits. What we can do, however, is guide you through the correct self-exclusion procedure to ensure your account is permanently closed and that similar issues do not occur in the future.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings RoboCat Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

Please send another email to RoboCat Casino and keep me informed about any further developments. Thank you in advance. 

Dear orangeblue341,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.